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Salesforce Service Cloud Administration Sample Questions (Q46-Q51):

NEW QUESTION # 46
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

• A. Total number of solutions created by agent
• B. Number of total cases handled
• C. Average number of knowledge articles published
• D. First contact resolution rate

Answer: B,D

NEW QUESTION # 47
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status ofthose inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

• A. Sites
• B. Service Cloud portal (Customer Community)
• C. Enterprise admin
• D. Partner portal

Answer: A

NEW QUESTION # 48
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

• A. Allow the user to log into Live Agent from multiple browsers.
• B. Add additional components to the Lightning console.
• C. Ensure each laptop has a modern browser installed.
• D. Coach users on minimizing open console tabs.

Answer: C,D

NEW QUESTION # 49
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?

• A. Salesforce Knowledge
• B. SOS Video Chat
• C. Field Service Lightning
• D. Customer Community

Answer: B

NEW QUESTION # 50
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

• A. Measure and reward agents based on the number of new articles submitted for approval.
• B. Create a dashboard that includes articles submitted by agents and approved for publication.
• C. Require agents to check a box on the case when submitting a new suggested article.
• D. Measure and reward agents based on the number of new articles approved for publication.

Answer: A,B

NEW QUESTION # 51
......

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